Archive by Author

The Rise of the Customer Service Rep

The Rise of the Customer Service Rep

Posted on 30. Mar, 2009 by Kelly Feller.

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One of my jobs in a past life was to help set up a customer relations department at a giant organic salad company (yeah…that one). At the time the job was rather unglamorous; I set up processes and fielded phone calls from both ranting and raving customers wanting to know answers to questions like “are [...]

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There is no Such Thing as A Viral Marketing Campaign

Posted on 03. Feb, 2009 by Kelly Feller.

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Let me be very clear on this: YOU CAN ONLY CREATE A MARKETING PROGRAM…YOUR CUSTOMERS MAKE IT VIRAL OR NOT. As much as we’d like to believe, we cannot make a marketing campaign viral simply because we don’t have budget to promote it. A program is only viral if customers find it interesting enough to share with their family, friends, and community.

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An Ode to Being Human

Posted on 27. Jan, 2009 by Kelly Feller.

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I don’t know about you but the economy has got me pretty down. This climate of daily dips in the stock market, the continued litany of massive job layoffs, and the hushed and not-so-hushed words of deep budget cuts is enough to cause the head to hang on even the perkiest compadre. But today I was jarred out of [...]

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Intel Showed Theirs…Will You Show Yours?

Posted on 12. Dec, 2008 by Kelly Feller.

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On Monday Intel posted its Social Media Guidelines on its website for all the world to see. This is a pretty big step for a company that–like many others–has historically been rather conservative when it comes to what company info is said and who can say it. But this new era of all things social has many companies [...]

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Your Customer Really is King

Posted on 26. Nov, 2008 by Kelly Feller.

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One of the favorite parts of my job at Intel is to learn from other industry leaders who are doing this social media stuff. And it’s fascinating what you learn when you pull back the layers behind a company’s external efforts. For example, this week I had the pleasure of meeting with Sean McDonald, Director [...]

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To Respond or Not to Respond to Online Criticism, That is the Question

Posted on 30. Sep, 2008 by Kelly Feller.

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It’s interesting how issues seem to come at you in waves. Some are like rolling thunder beginning as far back as you can see from the shore. Others are like sneaker waves, crashing over you and knocking you down with full force. Over the last several days I’ve been engulfed by the topic of whether brands should [...]

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Meet Us in Vegas, Baby!

Posted on 24. Aug, 2008 by Kelly Feller.

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I’m thrilled to announce that several of the authors featured on the Conversations Matter blog will be speaking at the upcoming BlogWorld 2008. Joining me on September 20 from 11:00am - 12:00noon for what I’m certain will be a fascinating discussion on corporate social media will be Michael Brito of Intel, Tac Anderson from Hewlett-Packard, Rohit Bhargava of [...]

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The Antidote to Social Media Over-Hype? Do and Document.

Posted on 09. Jul, 2008 by Kelly Feller.

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I have this friend who is the ultimate pragmatist. He (initials DS) shall remain nameless, but his tendency to scoff at anything remotely resembling hype, I’ve found, is a somewhat universal trait, especially among engineers and technologists. So, of course, the minute I mentioned blogging, Second Life, Facebook, Twitter, or FriendFeed he immediately wanted me to [...]

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Can you use conversational marketing to market yourself?

Posted on 17. Jun, 2008 by Kelly Feller.

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After recent chatter about chips vs. cheese in our blogs and discussions, I decided to try an experiment. I wondered if companies who are hiring for social media and community manager positions actually look for someone who is employing conversational marketing methods–the chips in the chips-to-cheese ratio–to market themselves. I don’t have results just yet [...]

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Yes Virginia, There is Business Value in Second Life

Posted on 06. Jun, 2008 by Kelly Feller.

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This is one of those posts where you’ll inevitably learn more about the person behind the keyboard. But hey, they say authenticity is critical for us social media geeks so I suppose it’s all good. I’ll start with a confession: I “play” Second Life. Yes, my name is Kelly and I am a Second Life [...]

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